ICANN will be implementing a new and improved self-service customer portal, based on the trusted Salesforce.com platform. Starting Tuesday, April 16, 2013 (UTC), you will be able to electronically submit cases and receive real-time updates on the status of these cases.
Here is a small FAQ prepared by ICANN:
What does this mean for you?
With the new customer portal, you will experience a seamless case management process, which will continue to be processed and resolved by our team of dedicated customer service professionals. To ensure this is a pleasant and smooth transition, we are taking a phased approach to implementing this new portal. On Thursday, April 11, 2013 (UTC), we will post an online tutorial on the New gTLD website, which will help you understand what this new portal will look like and how it will function.
What is required of you?
Nothing right now! In the coming week, you will receive additional information about your new portal, which will include information on how to login to your new portal and perform some basic activities, such as generating a new case and updating/checking the status of an existing case, checking your application status, and reviewing your account information.
When will this be available?
Your new portal will be available for use on Tuesday, April 16, 2013. On Monday, April 15, 2012, we will provide you with a training guide as well as an online tutorial. The tutorial will focus primarily on the case management features and basic steps on navigating the new tool.
Where to go with questions?
If you have questions about the new tool or need support using the tool, please contact our Customer Service Center. You can reach our Customer Service Center at firstname.lastname@example.org.